I've been in the BPO industry for 9 years. I started at AMDATEX Las Pinas Services as a business process associate and stayed for 2 years. I got hired at TELUS International Philippines in February 2015 and am still currently employed. The first account I handled was Uber as a customer service representative, supporting customers through email. Stayed for 5 years in the account. Due to the pandemic, I got re-assigned to another account, which is Coinbase, again as a customer service representative supporting customers through email. After a year, I got promoted to quality analyst for the account. Then I got re-assigned again to another account, which is Airbnb, as a quality analyst up until now.
TELUS International Philippines
Customer Experience Analyst (CEA) - Airbnb Aug 2022 - Present Making sure that tea-----------mber is providing quality customer service inline of with the organization policy and procedures? Provide feedback on how the tea-----------mber handled the ticket (highlights and lowlights) especially on opportunities that the tea-----------mber needs to work on.? Attending / Facilitating quality calibration with operation to make sure that both the operation and quality team are in line with the policy of the account? Facilitating sync with operation team lead to discuss their weekly performance and to gather action plan from team to improved their performance? Facilitating Quality talks to new hires for them to get a better understanding how they are being evaluated
Customer Experience Analyst (CEA) - Coinbase Feb 2022 - July 2022 ? Making sure that tea-----------mber is providing quality customer service inline of with the organization policy and procedures? Providing quality feedback to the tea-----------mbers on their highlights and -----------pecially, on where they could have done better? Attending/facilitating calibration with the production to make sure that tea-----------mbers and quality team were on the same page when it comes to policy and procedures? Providing feedback/reports on the assigned scrubbing (Escalation/transfer, First contact response (FCR), CSAT/DSAT (Survey))
Customer Service Representative (CSRII) - UBER Feb 2015 - Feb 2022
? Providing customer assistance and resolving their concerns in a fast and accurate manner. ? Analyzing customer issues and providing resolution according to the account procedures and guidelines. ? Keep updated knowledge of the account’s policies and services. ? Perform any other tasks, duties or services requested by immediate superior.
AMDATEX Las Piñas Services
Business Process Associate (BPA) May 2012 – Aug 2014
? Process live request via email from clients. ? Collate, search and examine documents such as mortgages, liens and -----------arch pertinent info about the property in the order according to the request specification. ? Search and analyze documents that are precise to the requested parcel number or property address.
